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Customer Experience Representative

Vancouver, BC
Full Time
3 days ago
36,000 to 39,000 per year

Direct Tap is looking for an energetic and customer service-oriented individual to fill the role of Customer Experience Representative.

As Customer Experience Representative you are an ambassador to Direct Tap’s Partners, acting as the primary point of contact for Breweries, Wineries and Distilleries and tasked with managing their daily needs. The Customer Experience Rep is responsible for ensuring a variety of order desk and customer service tasks, most important among them, providing a remarkable customer experience.

You report to the Customer Experience Manager and will work closely with the warehouse and inventory teams.

Company Summary:

Direct Tap specializes in full-cycle distribution and logistics services for the craft beverage industry. We store and deliver craft beer, wine, cider and spirits to bars, restaurants and liquor stores on behalf of our production partners. Our focus is on providing the craft industry with reliable, transparent and unparalleled customer experience. To achieve this, we operate based on the core values that guide us:

  • Accountability
  • Reliable Customer Experience
  • Creative Problem Solving
  • Collaboration
  • Communication

At the end of the day, our mission is to empower the success of the craft beverage industry.

For more information, check out our company website at


  • Act as the primary day to day contact with assigned partners, troubleshooting issues to completion, coordinating their needs to the internal team (including dispatch, Inventory and I.T.) and growing the relationship by ensuring partners have the best possible experience with Direct Tap
  • Manage assigned brewery order desks by entering orders, transfers, and batching
  • Manage the general phone line and order emails to process daily orders and handle the issues of our other distribution partners
  • Organize bookings with 3rd party couriers as needed
  • Support the Business Development team with information on Key Partners
  • Keep Error Logs up to date and work with the Customer Experience Manager in identifying sources to resolve errors and to limit future issues
  • Provide first-class customer service
  • Other duties as assigned


  • 1+ years of client service experience required
  • Excellent oral and written communication skills required
  • Post-Secondary Degree or Diploma in Business, Social Sciences, or relevant fields is an asset
  • 1+ years of experience in the craft beer industry is an asset
  • 1+ years of customer service experience in a warehouse/logistics company is an asset
  • Other people describe you as positive energy emitting rays of sunshine
  • Empathetic and sympathetic to customer needs
  • Detail-oriented and accountable
  • Adaptable to technological changes


  • Full extended benefits after 3 months of full-time employment


  • Monday to Friday
  • 40-hour week
Customer Service and Support